Business Analyst
About the job
About the Business Analyst role
The Business Analyst will oversee day-to-day BAU operations, ensuring the availability, performance, and reliability of business-critical systems. The role involves serving as the primary contact for business users, managing incidents, service requests, and changes in line with SLAs, and driving issue resolution through root cause analysis and collaboration with IT teams and vendors. The Business Analyst will also support requirements analysis, testing, releases, data quality, reporting, governance, PDPA compliance, and continuous improvement initiatives. The role requires strong stakeholder and vendor management skills, experience with JIRA and Confluence, IT project management capabilities, and proficiency in ReactJS, JavaScript, HTML5, and CSS3.
Key Responsibilities:
- Oversee day-to-day BAU operations, ensuring high availability, performance, and reliability
- Act as the primary point of contact for business users on system issues, service requests, and enhancements
- Manage and priorities incidents, service requests, and change requests in accordance with SLAs
- Perform root cause analysis and drive resolution of system issues in collaboration with IT teams, vendors, and relevant technology stakeholders
- Ensure data quality, integrity, and proper usage across the system
- Recommend and drive continuous improvements
- Enforce governance and compliance with relevant policies and standards
- Ensure adherence to data protection requirements under the Personal Data Protection Act (PDPA)
- Support enhancements and releases, including requirements analysis, testing, and deployment coordination
- Maintain system documentation, SOPs, and knowledge base articles
- Drive data quality, reporting, and analytics to support policy-making and operational insights
- Manage vendors and support service delivery in an SLA-driven environment
Requirements:
- Strong analytical, troubleshooting, and stakeholder management skills
- Ability to manage vendors and work effectively in an SLA-driven environment
- Proficiency with requirements management tools such as JIRA and Confluence
- Experience independently managing IT projects, preferably within a government or public-sector environment, either as a Project Manager or in a dual Business Analyst/Project Manager capacity
- Proficiency in frontend web development using ReactJS, JavaScript, HTML5, and CSS3
- Experience collaborating with business users, UX designers, and developers to deliver responsive, accessible, and maintainable web applications
- Knowledge and experience with relevant government digital platforms and tools would be an added advantage
